Senior Priority Insight Engineer

Our goal is to help our customers achieve their business goals by providing outstanding service and support to our most critical customers. The Senior Insight Engineer is critical to achieving this goal. The Senior Insight Engineer is responsible for the proactive and reactive tasks related to the stability and well-being of customers under the paid support program, also providing technical insight and expertise to Support Account Managers as needed.

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values, and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Priority Insight Engineer to join our team.   

AS A SENIOR PRIORITY INSIGHT ENGINEER, YOU WILL:

• Use SQL, data analytics, pattern identification / trend analysis skills to review platform and performance metrics for customer accounts and provide efficiency recommendations
• Assist Support Account Managers by defining and articulating specific technical actions required from customers to resolve issues surfaced from data provided
• Participate in platform, system, or application  performance management and analytics development using SQL, Python and multiple dashboard, reporting and platform applications
• Thoroughly understand the business impacts related to technical issues
• Assist with Account-level Escalations for Priority Support customers
• Perform periodic account reviews with the SAM to help provide an early warning into any issue(s) that may occur if action is not taken
• Create and review presentations, and has the ability to present content to customers in a clear and concise manner
• Ability to work on-site at our San Mateo, CA office.

OUR IDEAL SENIOR PRIORITY SUPPORT ENGINEER WILL HAVE:

• BA/BS in an Information Systems related field and/or equivalent years working in the software industry and/or cloud platform industry (8+ years)
• 5+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment
• 3+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, Escalations Management, or other Support Delivery based organizations
• 5+ years experience working with relational databases, relational database management systems (RDBMS), and data warehouses, including, but not limited to data structures, performance tuning, and an overall understanding of best practices
• 5+ years of experience writing, debugging, and optimizing SQL queries
• 5+ years of Python programming experience
• Excellent verbal, written, communication, and receptive listening skills
• The ability to present complex ideas, processes, and methodologies in a clear, concise fashion to technical, non-technical, and executive audiences
• Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
• Excellent team player able to work with virtual and global cross-functional teams

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.